Random Satisfaction Surveys

In our business we have a lot of end users who create many tickets and they get tired of getting the survey emails every time their ticket is closed. We had one client ask us to turn it off all together.

We still would like their feedback and though a "Random" check box, or "Send Satisfaction Surveys every _____ tickets" would be a nice feature to have

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I have received responses to many of my questions, but not this one yet. I'm talking to them again this week and will be sure to bring it up.

In the meantime, I did find this tip from Graham, one of our community moderators, on Reducing Satisfaction Surveys. It won't solve all of the issues brought up in this thread, but may be useful to some of you in cutting down on surveys for customers who submit a high volume of tickets.

We also need this feature. We used to have CSAT turned on but we eventually turned it off after our customers complained about being bombarded with requests. We also felt that we weren't getting very sincere responses since they were mad about the survey itself rather than the support experience in question.

If we could set a specific % and have ZD offer the CSAT survey randomly on that percentage of tickets, that would be ideal.

I've developed an easy way to send a satisfaction survey to any given Requester every 5th ticket, although you can tweak the logic below to make it whatever number you want.

Here is the summary:

Create a custom numeric USER FIELD called CSAT Counter

Create 5 triggers (see attached screenshots) which increments this counter upon ticket solve. The trick is to add a tag after the first positive hit, so other triggers won't fire - that is the csat_cycle_stop tag in the examples below.

Create 1 Automation to look for a specific tag applied when the CSAT Counter is 5 and send the survey.

I just added the triggers/automation which got me thinking. Will the logic above prevent the CSAT from being sent on the very first ticket? We would still like our surveys to send on the first ticket and then stop until X number of new tickets are received.

Assuming the CSAT Counter is initially blank when you create the custom field, you could move the ANY logic in the 1--2 counter switch to the 5-1 counter switch where it looks for a 0 or not present. This way, if the Counter is 5 or blank/0 then set the csat_survey_pending tag and move the counter to 1. This will get the one-off customers on their first ticket and then wait until 5 more tickets have passed before surveying again. (I might do that myself!)

Hi Steve - I think that condition just delays the survey being sent for at least 24 hours. Automations run once an hour and I prefer the survey to be sent more immediately. The issue will be top of mind with our customer. Personal preference...

Steve, it's also important to note that sending that automation right away always might not be wise. If you get a fair amount of reopens, for example, and you might get a customer with an unresolved issue answering that survey that's not very happy.

I can't seem to find it but there was an article from zendesk based on data they'd gathered that suggested more people are likely to respond when they are not as busy (in the evening or first thing in the morning) and delaying your satisfaction surveys to get sent in the evening or middle of the night would produce a higher response rate.

Basically, you should adjust it how you see fit but put some thought into when you are sending them based on whats right for you.

Ryan - how would you setup an automation to send CSAT at a particular time, either morning or evening? And in a specific timezone too? They also wouldn't be able to re-open the case if it's been closed, it would open a new one wouldn't it?

Steve - So with my example, the trigger sets a csat_survey_pending tag. This tells an automation (which runs hourly) to actually send a survey out and add a csat_survey_sent tag. If the csat_survey_sent tag is present, then the automation knows to ignore that ticket and not repeat the action.

I don't actually set a time of day, but I know that if we're open 7am - 6 pm actioning request, they are going to be solved in that time frame. If I delay it by 10 hours after that it's going to fall either in the evening or late at night/early morning. for the majority of our users which are in North America. You'll have to come up with a plan for your own business as your operating hours and time zones of your clients might vary.

We have customers, who are creating several tickets a day - sending surveys to all of them will definitely bring the satisfaction down.

Would be great to have a limitation based on end user, not on the ticket. And also having the time restriction - some sort of - send satisfaction survey to end user once a week / bi-weekly / once a month.